The Customer Experience That Wasn’t

in Apr 26, 2019

Customer experience has become an industry “buzz term” of late when talking about customer acquisition and building loyalty. Most of the time, the focus is on the small things that turn a customer off — attitudes, inefficient processes, or other such actions. But what happens when, well, everything goes wrong? Imagine if a couple visited[…]

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Transparency: The Key to Customer Loyalty

in Apr 24, 2019

An associate of mine recently told me an interesting story about their 75-year-old father, who purchased an import, rather than a domestic vehicle, for the first time in over 60 years. This was sometime around 2010. When it was time to replace his domestic minivan, the first thing my associate’s father did was to check[…]

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How to Capture More Revenue Without Much Effort

in Apr 22, 2019

One of the advantages of Pre-Paid Maintenance Programs (PPM) is that they span the generational gaps. Regardless of which generation consumers happen to be in, none of them like surprise repairs, or other expenses. That’s why dealers focus on payments – and not price – when selling cars. Consumers want fixed expenses. When it comes[…]

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Loyalty: It’s Not ALL About Millennials

in Apr 17, 2019

A recent McKinsey podcast shared that when it comes to loyalty programs, a large part of the population is being ignored: elderly customers. The podcast featured Jaana Remes, partner of the McKinsey Global Institute, and coauthor of the report “Urban World: The global customers to watch.”  According to Remes, the elderly population will grow by more than one-third[…]

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Why Worry: Disrupting the Disrupters

in Apr 10, 2019

The customer experience at your dealership is more important than ever before. With start-ups aiming to take away sales by luring customers with promises of a hassle-free buying experience, customers are starting to realize that they no longer have to sit at a dealership for hours. In fact Amazon France just sold a car completely onlineand[…]

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Paying It Forward

in Apr 08, 2019

Auto dealers are well known for their huge support to local communities. Especially around the holiday season when they do many good deeds including toy drives, donations to food banks and a variety of other activities that have special meaning to those particular dealers. It’s noble not to “brag” about the great things we do[…]

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